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Hi, I’m Shradhdha Parekh. I’m a Technical Support Specialist based in Toronto with 2+ years of experience supporting SaaS platforms, IT infrastructure, and customer success. I enjoy diagnosing hardware, software, and networking issues across Windows, macOS, and Linux, delivering reliable remote support and friendly, solutions-focused assistance. I thrive in collaborative environments, streamlining IT processes, documenting solutions, and helping users adopt products to maximize value. I’m passionate about learning new technologies and delivering results that boost customer satisfaction and team efficiency.…Hi, I’m Shradhdha Parekh. I’m a Technical Support Specialist based in Toronto with 2+ years of experience supporting SaaS platforms, IT infrastructure, and customer success. I enjoy diagnosing hardware, software, and networking issues across Windows, macOS, and Linux, delivering reliable remote support and friendly, solutions-focused assistance. I thrive in collaborative environments, streamlining IT processes, documenting solutions, and helping users adopt products to maximize value. I’m passionate about learning new technologies and delivering results that boost customer satisfaction and team efficiency.

Shradhdha Parekh

Full Stack Developer, Web Developer, Programmer, +4

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Hi, I’m Shradhdha Parekh. I’m a Technical Support Specialist based in Toronto with 2+ years of experience supporting SaaS platforms, IT infrastructure, and customer success. I enjoy diagnosing hardware, software, and networking issues across Windows, macOS, and Linux, delivering reliable remote support and friendly, solutions-focused assistance. I thrive in collaborative environments, streamlining IT processes, documenting solutions, and helping users adopt products to maximize value. I’m passionate about learning new technologies and delivering results that boost customer satisfaction and team efficiency.…Hi, I’m Shradhdha Parekh. I’m a Technical Support Specialist based in Toronto with 2+ years of experience supporting SaaS platforms, IT infrastructure, and customer success. I enjoy diagnosing hardware, software, and networking issues across Windows, macOS, and Linux, delivering reliable remote support and friendly, solutions-focused assistance. I thrive in collaborative environments, streamlining IT processes, documenting solutions, and helping users adopt products to maximize value. I’m passionate about learning new technologies and delivering results that boost customer satisfaction and team efficiency.

Available to hire

Hi, I’m Shradhdha Parekh. I’m a Technical Support Specialist based in Toronto with 2+ years of experience supporting SaaS platforms, IT infrastructure, and customer success. I enjoy diagnosing hardware, software, and networking issues across Windows, macOS, and Linux, delivering reliable remote support and friendly, solutions-focused assistance.

I thrive in collaborative environments, streamlining IT processes, documenting solutions, and helping users adopt products to maximize value. I’m passionate about learning new technologies and delivering results that boost customer satisfaction and team efficiency.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Technical Support Representative at Gatestone & Co. Inc.

November 1, 2024 - September 24, 2025

Resolved 50+ daily technical issues (internet, networking, SaaS apps) with 98% first-call resolution. Delivered multi-channel support (email, chat, phone) and maintained 100% CSAT. Diagnosed connectivity issues using networking principles. Documented incidents in ServiceNow and escalated complex issues to L2/L3 teams. Supported printer and peripheral setup and identified product adoption opportunities during interactions.

Technical Support Representative at Gatestone & Co. Inc.

November 1, 2024 - September 24, 2025

Resolved 50+ daily technical issues (internet, networking, SaaS apps), achieving 98% first-call resolution. Delivered multi-channel support (email, chat, phone) and maintained a 100% CSAT score. Diagnosed connectivity issues (RF levels, modems, device configs) using networking principles. Documented incidents in ServiceNow and escalated complex issues to L2/L3 teams to ensure timely resolution. Supported users with printer and peripheral setup, ensuring smooth daily operations. Enhanced customer engagement by identifying product adoption opportunities during support interactions.

IT Support Specialist at Bluegrey Technologies

January 1, 2022 - September 24, 2025

Resolved 40+ weekly hardware, software, and network issues within SLA. Managed Active Directory accounts and permissions (onboarding, deactivation, security compliance). Handled high-priority escalations with vendors & L3 teams, ensuring incident resolution. Contributed to Disaster Recovery planning and testing. Maintained IT documentation and ticket tracking in ServiceNow. Performed new hire IT onboarding (laptop setup, email configuration, access provisioning) and offboarding. Applied software and OS updates to maintain system security and performance.

IT Support Specialist at Bluegrey Technologies

January 1, 2022 - September 24, 2025

Resolved 40+ weekly hardware, software, and network issues within SLA. Managed Active Directory accounts and permissions (onboarding, deactivation, security compliance). Handled high-priority escalations with vendors & L3 teams, ensuring 100% incident resolution. Contributed to Disaster Recovery planning and testing, validating backup and restoration procedures. Maintained IT documentation and ticket tracking in ServiceNow to support knowledge sharing and process improvements. Performed new hire IT onboarding (laptop setup, email configuration, access provisioning) and offboarding. Applied software and OS updates to maintain system security and performance.